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Copenhagen Libraries and Generation Z

Rasmus Fangel Vestergaard

Librarian and Project Manager

Copenhagen Libraries

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Creating in Libraries

How do we capatilaze on this in the context of our other services?

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New way of utilizing the hours of the workday

2.500 daily workhours (340 x 7,4) redistributed

amongst relevant services

The experiment

CreatingKnowledge

SharingCreative spaces

Learning and participation

Courses, clubs and fora

Inspiration, communities and funEvents, mediation and flexible libraryspaces

Easy access and suitable facilitiesDigital library, expanded opening hours

andmoderne library spaces

Literature, music, movies and databasesIntellingent material management og digitalization

Creation of

value

Digitalization

Digital services

Selfservice

Userinvolvement

Voluenteering

Partnerships

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Digital succesWhere is everyone?

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Making your own content

Strategy, tactics and

maneuvering

Information skills

Information skills

Workshops.

Personal service.

Digital themeguides.

Innovation class.

Flipped learning.

Early start.

Lifelong focus..

In context.

Standing on the shoulders

of geeks.

Tactile information.

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How to delieverpersonalized services with reduced personalservice?

How do we create a flow between our popularservices and targetedservices in general?

Challenges

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The Selfie Generation Meets the Library – Are We Ready?

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New thinking for new generation?

• Scientific libraries are facing a new situation: the selfie

generation demands the library to be different

• Why do we have to adapt to change?

– libraries are service organizations and should listen to their

customers’ needs

– in order to survive and flourish even an established organization

has to evaluate and find new ways of doing things

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CaseTurku University Library:

factors behind change

• changing ways of studying and teaching

• customers’ wishes (students)

• scattered physical structure of the library and its impact on

service

• demand for cost effectiveness

WHAT DO STUDENTS WISH -

AND HOW DO WE KNOW IT?

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What have the students wished?

Regarding library premises e.g.

• Different kinds of study areas

– Places to relax and socialize

– Places for group work

– Places where you can study regardless of time

– Silent studying areas

– Areas to use laptop / tablet / mobile phone

– Areas where you can study and discuss in an ordinary manner

– Possibilities to stand / sit / lie when working

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What have the students wished?

Regarding library services e.g.

• Instruction videos on the use of library and electronic materials

• Help in service, e.g. how to use electronic materials

• Extended opening hours and possibility to use premises 24/7

• More study materials

• Personal service instead of self-service, good and competent

service

• Laptops for loan

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But they also have contradictory

wishes…Like

– Screens between tables (study places) vs. open areas

with couches where to relax

– Silent individual study places vs. places to discuss in

groups

– Printed material vs. electronic material

– Personal service vs. virtual service

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How do we know?

• We have various ways to listen

– Opinions and comments in LibQUAL+ customer satisfaction

survey (done every 2 – 3 years)

• in 2012 a bit over 66% from respondents were students (from 1st year

students to master’s degree phase)

• In 2016 almost 80% from respondents were students (from 1st year

students to master’s degree phase)

– Regular target group interviews e.g. with Students’ Union and

student organizations

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How do we know?

– Students’ views in planning processes of new library premises

(renovations, new premises)

• Student representatives always participate to library premises

projects

– Direct customer feedback,

documented and analyzed according to our Quality Manual

• feedback form in library web pages (continuous feedback

possibility)

• oral feedback given in customer service situations in libraries

CHANGES BASED ON VISIONS

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Library Premises Vision for 2016

The library develops its facilities so that they correspond to the ever-

changing ways of conducting research, teaching and studying.

The library centralized its services to larger physical units, from 19 library

units to 6.

The customer facilities turn into modifiable meeting points, where comfort

is the focus of attention.

The library may also have “multi service centres” together with other units

(e.g. the services of Academic and Student Affairs and the IT Services).

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Library Premises Vision for 2016

• The facilities of the library are used in a

new way: the quiet library will be loud!

• The Library also provides facilities in

which different levels of silence are

taken into consideration and increases

the transformability and

multifunctionality of customer facilities.

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Library Services Vision for 2016

The library reforms and diversifies its service concept and advances the

accessibility and usability of its services.

Accessibility has been increased by combining small libraries to larger

units. Collections from closed stacks are moved to open shelves.

Shift to electronic material ensures accessibility regardless time and

place.

Circulation desks have been removed from all new or renewed premises

and substituted by customer service zones where library personnel and

customers meet.

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Library Services Vision for 2016

In the direct customer service, an interactive and seeking service model

is introduced.

Automation and self-service have shifted the emphasis in direct

customer service from ‘routine tasks’ to more guiding and problem

solving types of tasks.

More ‘personal’ customer service situation hopefully grows our

understanding on customers’ needs and wishes.

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Innovative reshaping of existing

premisesQuantum library

• A former physics libary, a former hallway/lobby area and a

former preparatory laboratory were taken over by the

library and turned in to a ”living room library” with walls to

write on

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Quantum Library

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Quantum Library

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Innovative reshaping of existing

premisesFeeniks library

• Massive circulation desks were removed to create

modifiable meeting points for students and staff to mix

• Movable sofas and couches enable comfortable corners

and groups for studying and socializing

• Inspiring cultural views from balcony offer a nice break for

students

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Feeniks Library

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Feeniks Library

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Feeniks Library

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Creating new of old

Teutori library

• Old shoe factory was formed to a modern library with

unusual combination of disciplines: it comprises the

medical library and the former separate libraries for history

sciences and arts

• Both individual and group working in different positions,

e.g. by lying, are made possible

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Teutori Library

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Teutori Library

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Creating new of old

Turku School of Economics library

• Former printed collections area was changed in to 24/7

study area

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Turku School of Economics Library

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Students’ feedback and comments• Student organisations tested our libraries and reported on it in

their blogs:

Teutori library (medicine, history, culture and arts studies):

nice premises and use of colors, 24/7

premises, areas for different silence

levels, quiet studying areas are quiet,

many bookable group study roomsglass walls in studying areas

widen the space, efficient

lamps in desks, enough

desks and enough sockets,

coat racks in many placesopening hours (especially

Saturday), copying credits

selling point, cafés and

lunch places nearby

you might get lost

(many floors), fitted

carpet feels ‘stuffy’,

padded chairs, desks

too small

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Students’ feedback and comments• Feeniks library (languages, legal deposit collection)

areas for different voice levels,

bookable group study rooms

and other areas for group work,

computer class and customer

computers, nice sofas

good customer service,

long opening hours, nice

atmosphere, excellent

views from the balcony

no cafés or vending

machine, no cafés

nearby, ‘rush hour’

around noon

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Students’ feedback and commentsQuantum library

(mathematics and natural

sciences)enough desks in study

areas, 24/7 premises,

customer computers,

student restaurant nearby

enough group study

places to use without

reservation, 24/7

premises, well

renovated and

innovative use of

space, nice decoration,

student café nearby

busy library

Turku School of

Economics library

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Feedback and comments from customers

• Feedback from our feedback channel (feedback form in web pages)

New library premises

are very nice, open

and inviting

Lovely library! Especially

the use of colors,

comfortable furniture,

spaciousness and

lightness.

Functional desks and

chairs, good lightning,

enough sockets!

Thanks for

quiet study

area!

Atmosphere is nice

and customer service

excellent!

Customer service

point has no table

for customers (to

put books, bag)

Thanks for

different types of

study areas.More ’private’

places to read.

CHANGE AS ONGOING PROCESS

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The way to proceed• The library develops its services in collaboration with the academic

community and tailors them accordant with disciplines, departments

and the needs of the research groups.

• The library markets its services actively as per target group and

communicates its resources and services in a timely fashion.

– The library has started to create and realize a more tailored marketing of

services and resources than before.

– The traditional ways are still used, such as webpages, teaching sessions,

informal contacts, advisory boards.

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The way to proceed– Road-shows on the campus to promote important issues, e.g. the use of

electronic course books.

– New kind of approach is also planned, such as pop up –marketing for a

special group, special occasion or theme.

– Using various social media channels, e.g. in collaboration with students

• Our customer satisfaction survey (LibQUAL+) was promoted in

Students’ Union Facebook and Twitter

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The way to proceed• Also other units have promoted new library premises

– Student organisations have organized fund raising events in library

premises

– Literary evenings in collaboration with Department of

Contemporary Literature and author

– University Communications have used library premises in e.g.

when making a video on new University Strategy for personnel

• All this helps customers to see the transformability and

multifunctionality of library premises and to figure out new ways to use

them

Thank you

Ulla NygrénLibrary Director

Heli KokkinenHead of Library Services

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Promoting an integrated approach to

developing essential digital literacies

Scalable &

Sustainable

Contextssituated, authentic

and meaningful

Learning Literaciesacademic, information, digital, data, media, visual, social, …

Practices(the things people do)

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I am…

I apply…

I can…

I have…

I know

of…

Learning Literacies Development FrameworkAdapted from Beetham and Sharpe (2009)

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Librarians(and other providers

of services)Students &

Academic Staff

Communication and knowledge gap

Building Bridges

Digital

Literacies

Academic/

StudentLibrarian

(Service Provider) Modeling and representing

practices mapped

to available services

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Nurturing communities of inquiry and of practice

Learning Activity Design

Learning

literacies

Subject specific

knowledge

Conversations about designing for learning

Practice

Learning

Activity

Design

Service

ProviderSubject matter

specialistLearning

opportunities

Open

Educational

Resources

(OERs)

Multimedia

Development

Course

Staff

development?

Academic

Educator

Student

Librarian

IT

Specialist

Staff

Developer

Digital

Literacies

Staff development?

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Thank you

Joe NichollsCardiff University